Having great content marketing ideas definitely pays, as it works both for Google and for your customers. But that’s not all there is to giving your customers the best experience they can get.
Oracle found that 83% of customers are likely to pay more for customer experience. 73% will commit to a brand because of friendly employees.
That’s a great goal to work towards, but a hard one. Or is it? What if the bulk of customer experiences can be automated to be consistently good?
Autorespond to emails
Most customers are in a hurry. That’s not to say they need your products as soon as possible. Rather, they want to get done with the search for answers.
This is why when they send you an email and get nothing back it frustrates them. The bad experience they might have had with websites in the past may be playing into this frustration. They’ve messaged a couple of small sites, but they never cared to respond. Now, this fear is applied to all websites.
How do we fight this? It’s as easy as setting up an autoresponder. If you send all people who message you an email telling that you’ve received the message and will respond soon, it will encourage people to wait. At the very least, this will establish a dialogue between you, and they’ll be less likely to forget about their initial message.
Set up a chatbot
Have you ever talked to a bot in a live chat? Most of these feel completely unhelpful and only waste a couple of minutes of your time until an operator joins.
This makes for poor customer experience and still requires you to hire a lot of people to manage clients. With a chatbot, that’s all unnecessary.
You can go the hard way and create a chatbot that uses AI. This will probably cost you quite a bit, but it will allow your bot to answer most questions on the spot. The best part about these bots is that most would use natural language processing. This allows their speech to pass for human speech.
If you don’t have the budget, you can create a chatbot for Facebook Messenger. They are heavily scripted and work similarly to NPCs in video games. You initiate the dialogue, and the chatbot gives you a couple of options you can click on. Each option triggers a response and reveals more options for answers.
Customers don’t actually type anything, they just choose pre-written options. This means the bots don’t have to recognize speech, and their cost is close to nothing.
Consider the fact that you can add Messenger widget on your website, and you have the best way to interact with the customers.
Your base support will always have the same tone and will be friendly and helpful to the customer. Add a bit of humor to the dialogue, make it easy to talk to a real person, and the customer experience will be at its highest 24 hours a day.
Use multiple channels
Using Messenger chatbot on your website page is a great example of cross channel interaction with your customers. When interacting with one media, website, they can interact with the other media, Facebook.
Apart from making it really handy for the user, there’s another perk of doing this. Using different channels allows you to make use of hyper-segmentation of your user base.
Different people gravitate towards different channels: websites, email, social media, etc. Some situations even make people use one or multiple channels to find your business.
Ensure you have established a presence across the board to attract the most visitors. For instance, if you’re a bar, you have to make sure you post Instagram stories to attract the regulars and show up on Google maps to attract last-minute searches.
Automate your presence on the web with the help of software, and keeping your message consistent will turn into a one-man job.
Customer relationship management systems are a must have if you have a lot of clients. You and your employees can’t possibly keep in mind each customer. You need a CRM platform to do this for you.
Your typical CRM will let you get instant access to your history with clients, and receive statistics on them. What do you do with this? First off, you can add some personal details to your interaction. This shows you care enough to remember them and makes for a great experience.
Group your clients according to the time of the last purchase. If it’s been a while, it may be the time to remind about yourself. Contact clients en masse to offer a small gift to make them consider making a purchase.
If the CRM of your choice has an HR system built in, this helps you automate your team as well. You can manage their time, set workflows, and send payments on the platform.
This automation doesn’t take jobs
Automation of construction lines may be taking working class jobs, but this automation doesn’t. It allows the employees you have to have an easier job, your customers to have a better experience, and you to have more sales.
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James Riddle is a freelance writer with a passion for new technologies, marketing trends and branding strategies. He is always seeking to discover new ways for personal and professional growth and is convinced that it’s always important to broaden horizons. That`s why James develops and improves his skills throughout the writing process to help and inspire people.